Customer demands for informed interaction and service excellence are on the rise in the insurance industry. At the same time, many insurers find themselves unprepared to address these demands. They have become data-rich and information-poor, thanks to silos of process and data across their organizations. Connecting the enterprise and delivering contextual information based on role via any channel is just a vision for most insurers. Instead, it can be the reality. This perspective offers a view to creating meaningful customer experiences based on contextual information that can help capture new business and boost customer loyalty.
The Importance of Contextual Customer Interaction
